Supervisor, Digital Service

Employer Industry: Transportation Services

• Salary up to $70,000
• Health and life insurance plans, dental and vision coverage
• 401(k) with company match and paid time off
• Opportunities for leadership mentoring and professional growth
• Casual dress environment and maternity/paternity leave
• Access to a discount program for employees

• Oversee the performance and accuracy of digital agents in handling customer inquiries
• Monitor interactions to identify inaccuracies and collaborate on improvements
• Provide feedback on digital agent performance and assist in testing updates
• Support human agents by facilitating effective collaboration with digital agents
• Analyze reports related to digital agent performance and customer experience outcomes

• High School Diploma or GED;
  Bachelor’s Degree in a related field preferred
• 2+ years of experience in a contact center or customer service environment
• Minimum of one year focusing on identifying trends and anomalies within data
• Experience with quality monitoring and process improvement techniques
• Hands-on experience with generative AI, large language models, and agentic systems

• Familiarity with data analytics and AI-driven automation
• Strong communication skills with the ability to convey complex information clearly
• Experience in process improvement and knowledge management
• Analytical mindset with a focus on continuous improvement
• Customer-first mentality aligned with the employer's mission and values

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We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer.